'Make Sure the Customer Is Getting What They Want'

"The most important thing I have figured out is to be there every day, to not lose focus of what the goal is: Make sure the customer is getting what they want first, then everything else falls into place.... Most people who are in here are happy all the time. It's not a place where people are grouchy, generally, so I enjoy being a good part of people's day--that's very satisfying."